Intermediate Customer Onboarding Specialist (LegalTech)

TL;DR

Intermediate Customer Onboarding Specialist (LegalTech): Managing the end-to-end onboarding journey for legal professionals adopting hirify.global’s suite of products with an accent on driving product adoption, ensuring customer success, and mitigating churn. Focus on facilitating live training sessions, troubleshooting complex workflows, and collaborating with Sales and Enablement teams to deliver high-value client experiences.

Location: Must be based in or able to work from Burnaby, Toronto, or Calgary offices (Hybrid: min. 2 days/week in office)

Salary: $70,200 – $95,000 CAD

Company

hirify.global is a global leader in legal AI technology, dedicated to transforming the legal experience by empowering law firms to work smarter, faster, and more securely.

What you will do

• Conduct strategic training sessions to ensure successful product adoption for new customers.
• Manage multiple client cases simultaneously while adhering to strict deadlines and KPIs.
• Own the customer account health during the onboarding phase and proactively prevent churn.
• Collaborate with Sales and Customer Enablement to ensure a seamless transition for new users.
• Contribute to the customer-facing knowledge base and identify process improvement initiatives.
• Mentor junior colleagues and provide support on complex customer escalations.

Requirements

• Must be based in or able to work from Burnaby, Toronto, or Calgary offices.
• Strong customer obsession and experience in delivering exceptional client experiences.
• Confidence in facilitating live, in-person sessions via Zoom.
• Proactive mindset with the ability to employ creative troubleshooting solutions.
• Excellent communication skills and deep empathy for customer needs.
• Interest in improving professional craft through the use of AI tools.

Nice to have

• Understanding of the legal industry and the needs of legal professionals.
• Experience with Salesforce or other SaaS platforms.
• Experience working with API-driven applications.
• Proven track record in a dynamic startup environment.
• Bachelor’s degree or equivalent experience.

Culture & Benefits

• Competitive salary with top-tier health, dental, and vision insurance.
• Hybrid work environment with a minimum of two days per week in the office.
• Flexible time off policy with 20 days encouraged per year.
• Annual $2,000 counseling benefit.
• RRSP matching and RESP contribution.
• hirify.globalversary recognition program for long-term employees.